TEAM ASSIGNMENT 10

Team 18

Team 18 K15T01 - Member List

No. 1. 2. Name Nguyn Phc Thng Chu Hng Nht Student ID T093794 T095132 Roles Leader Member

3.
4. 5.

Lai Thanh Phong

on Thnh Nghim Nguyn Hng Hi

T094971
T092497 T097060

Member
Member Member

Question Context

Team analyzes provided Viking customer satisfaction data (Viking Customer Satisfaction Survey Data.xls)

Customer satisfaction survey results

The age of customer that attend the survey

Customer age of survey
5

3 Number of answer 2

0 Below 18 18 - 24 25 - 30 31 - 40 Above 40

The distribution of satisfaction scores for question 1

How satisfied are you with your purchase experience?
5 4 3

2
1 0
Number of answer

The distribution of satisfaction scores for question 2

How satisfied are you with your installation experience?
5 4 3

2
1 0
Number of answer

The distribution of satisfaction scores for question 3

How satisfied are you with your user experience?
5 4 3 2

1
0

Number of answer

The distribution of satisfaction scores for question 4

How satisfied are you with your support experience?
5 4 3 2

1
0

Number of answer

The distribution of satisfaction scores for question 5

Overall, how satisfied are you with our software?
5 4 3 2

1
0

Number of answer

General satisfaction per question

100%
90% 80%

40%
60% 80% 80% 80%

70%
60% 50% 40% 30% 20% 10% 0%

20%
20%

40%
20% 20% 20% 20%

How satisfied are How satisfied are How satisfied are How satisfied are Overall, how you with your you with your you with your you with your satisfied are you purchase installation user experience? support with our experience? experience? experience? software?
1 - Very Satisfied 3 - Neither Satisfied nor Unsatisfied 5 - Very Unsatisfied 2 - Somewhat Satisfied 4 - Somewhat Unsatisfied

Customer summary of satisfaction from survey

Customer summary of satisfaction from survey
18 16 14 12 10 8 6 4 2 0
Number of answer

Customer rate of satisfaction

1 - Very Satisfied

4%

0% 8% 24%
2 - Somewhat Satisfied 3 - Neither Satisfied nor Unsatisfied 4 - Somewhat Unsatisfied 5 - Very Unsatisfied

64%

Analysis from customer comment

Comment show that high satisfaction Comment show problem for customer satisfaction

Problems have been resolved quickly. Many problems with installation. (Customer A) Clearly our unique environment offered plenty of challenges. (Customer A) Our teams use Viking all the time. Even though it was a bit hard to get used to, now they like it. (Customer C) Lots of problems but they are resolved quickly. (Customer C)
Project teams have adopted Viking quickly, however they wish they could modify/add to it. (Customer E)

Summary

Status: have a high customer satisfaction Problem:

Big

problem: from installation aspect => need to improve Other small problem: May be acceptable